Customer Service Lead

2 weeks ago

bangalore, India NeerInfo Solutions Full time

Role: Customer Experience Solutions Lead


Location : India, All company locations


Reporting to : Platform Operations Sales & Solutions Lead


Experience : 17+ Years


Reporting to the Platform Operations Head of Sales & Solutions, the Customer Experience (CX) Solution Lead is responsible for designing end-to-end CX operations and technology solutions that are innovative, competitive, and deliverable. We seek a senior level solution architect (SA) with experience and domain know-how across all aspects of customer experience transformation in multiple industries to anchor and lead our CX solutioning.


We seek a CX solution architect with a successful track record of solutioning and winning large, complex, and industry-specific CX BPO deals. You should have an entrepreneurial mindset and passion to build a next generation CX operations services business, create new and disruptive offerings, and the resourcefulness to make it happen. Solution architects with experience in CX operations and/or as a Chief Customer Officer or Chief Operations Officer will be preferred.


Role:

The CX solution architect’s role is as an individual contributor, the first CX solution architect in the company. As such, they will establish our CX solutioning practice leveraging, LTIMindtree consulting and technology assets, existing CX clients and partners, pre-sales team, and their experience and tools. The CX SA will work with company sales and pre-sales team supporting and solutioning opportunities across the sales cycle and with operations to ensure deliverability. As we scale our CX Operations business, we envision evolving this role into a team leadership role over other solution architects.


Key Responsibilities:

  • Solutions Lead. The SA drives the end-to-end solutioning (i.e., from client requirements/mapping to operating/staffing models, technology, transition, transformation, and costing)
  • Solutions Strategy. The SA brings forth the best of LTIMindtree, working closely with all industry groups, business partners, domain SMEs, and across the organization to design winning solutions
  • Transformational Solutioning. The SA works with clients to design and present innovative, disruptive CX technologies & solutions that transform the client’s current processes for next level business outcomes
  • CX Domain SME. The SA is our “go-to” providing CX process, technology, and transformational expertise and know-how across omnichannel (e.g., IVR, SMS, email, chat, voice, etc.) and digital/cognitive (e.g., smart agents, virtual assist, voice recognition & language translation, AI, sentiment analytics, etc.)
  • CX Industry Know-How. The SA is our “go-to” on industry-specific solutions and transformation (e.g., subscriber management, reservations, trade desk, etc.) beyond general contact / customer center
  • Solution Modeling. The SA develops and maintains the solution models (e.g., staffing, pyramids, transition, technology, transformation, etc.) for costing, pricing, and delivery / management reviews
  • Solution Materials. The SA prepares and presents the requisite client-facing materials (RFX responses, process flows, presentations, demonstrations, etc.) to respond to and win business
  • Regulatory Requirements. The SA provides guidance on the requisite regulatory and compliance requirements in the solution
  • Financial Acumen. The SA uses their financial expertise to design value propositions, service levels, business outcomes, and business cases with clients to meet their requirements and win the business
  • Client Advisor. The SA understands the prospective client’s CX and business requirements, both strategic and tactical, to serve as their trusted advisor on their business transformation journey.
  • Travel. The SA is not expected to travel often, but as required, including internationally, to work with clients and to perform the duties as required to meet the assigned targets.




Key Performance Indicators:

  • CX New Business TCV. Total contract value of deals won in a fiscal year
  • CX Win-Rates. % of deals won / # of deals pursued in a fiscal year
  • CX Solution Quality. Feedback from clients and LTIMindtree on solution quality
  • CX New Offerings. # of new technology-based offerings designed and sold in a fiscal year


Experience Required:

  • CX Solutions Experience. 10+ years successfully solutioning CX business operations transformation & outsourcing as an individual contributor and/or team lead with top tier CX service providers
  • CX Management Experience. Minimum of 3 years managing CX outsourced operations and/or running customer service in a leadership capacity for a large, global firm
  • CX Process Tower SME. Deep domain and solutioning know-how across all the entire customer life cycle (B2C and B2B), experience in complex CX functions is preferred.
  • CX Technology Platforms Know-How. General know-how of CX functions in core CRM systems (e.g., Salesforce) and CX specific platforms (e.g., AWS Connect, Genesys, Nice, etc.).
  • CX Next Generation Technology. Experience solutioning AI/ML and Gen-AI based operational services and relationships with these key technology partners
  • CX Industry Experience. Cross-industry CX solution experience with SME in 2 to 3 industries (e.g., BFS, Life Sciences, Travel, Hospitality, Retail, Telecom, etc.).
  • CX Offering Development. Experience designing and bringing to market new, innovative CX service offerings from scratch
  • Top-Tier Intellect. Demonstrated horsepower to lead, bring unique insights, create game-changing solutions and partnerships to design future offerings and new business.
  • Storyteller. Exceptional communication, messaging, and presentation skills – written and oral.
  • Integrity. Role model for the highest standards of ethics and integrity, aligned with LTIMindtree values.


Education:

  • Minimum Bachelors / graduate degree in business, accounting, commerce or related fields
  • Preferred Masters degree and professional accreditation

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